ASSISTANT DIRECTOR, SERVICE DESK

POSITION GOAL

To assist the Director in developing overall department strategies by incorporating industry best practices and ensure the reliability of district-wide system performance; ensures that all information resources are properly supported to maintain operational efficiencies in addition to ensuring compliance to Information Technology and security policies, procedures, and standards

ESSENTIAL PERFORMANCE RESPONSIBILITIES

The Assistant Director, Service Desk shall carry out the essential performance responsibilities listed below.

• Supervise staff as assigned in the performance of job duties.
• Provide strategic and operational leadership of all functions within the desktop services platform, including end user computing, audio visual, technology specifications and service management.
• Manage installation and assist with technical support of video and audio-conferencing systems, as well as other audiovisual technology for classrooms, and conference rooms and offices.
• Manage a team of internal professionals and external service providers that are responsible for consistent operational support and technical functionality.
• Coordinate and manage all relevant stakeholders, including the support desk team, customers, and other teams that are involved in service desk operations.
• Oversee the development of procedures, guidelines, and protocols for the use of hardware and software solutions.
• Ensure all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.
• Recommend, develop, and enforce policies on technology system use and services.
• Provide continuous review of operational performance to determine opportunities for improvement.
• Manage the problem identification and resolution processes to identify and proactively remediate incidents
• and more! (For the full job description: https://www.browardschools.com/Page/36072. Search job code: R-073)

MINIMUM QUALIFICATIONS & EXPERIENCE

• An earned bachelor’s degree from an accredited institution.
• A minimum of five (5) years within the last eight (8) years of increasingly more responsible experience in the field related to the title of the position with at least three (3) years of experience in a supervisory capacity in administration of information technology systems.
• IT Infrastructure Library (ITIL) certification V3 or higher.
• Extensive familiarity of ticketing systems (e.g., Remedy), IT Service Management (ITSM), ITIL and other industry leading IT service management tools and processes.
• Advanced analytical, problem solving and critical thinking skills.
• Excellent verbal, and written communications skills.
• Knowledge of current computing technologies and software applications appropriate to the position’s job responsibilities.
• Computer skills as required for the position.

PREFERRED QUALIFICATIONS & EXPERIENCE

• Bilingual skills.

SIGNIFICANT CONTACTS-frequency, contact, purpose

Frequently interacts and/or meets with District and School-based staff as well as the IT Division staff.

PHYSICAL REQUIREMENTS

Light work: Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or up to 10 pounds of force as needed to move objects

TERMS OF EMPLOYMENT

Salary and benefits shall be paid consistent with the District's approved compensation plan. Length of the work year and hours of employment shall be those established by the School Board.

LINK TO JOB DESCRIPTION

• To review the complete job description for this position, access the following website: https://www.browardschools.com/Page/36072 and search by Job Code. The Job Code for this position is: R-073

LOCATION PREFERENCES/ADDITIONAL INFOR